IT Support Specialist

Dorman Products is seeking an IT Support Specialist to join our growing team in our Greater Harrisburg location, Shiremanstown, PA. In this role, you will provide a single point of contact for end-users to receive support and maintenance within our organization's computing environment. You will be responsible for executing first level support diagnostics, troubleshooting basic issues, and effectively escalating incidents while following established protocols, policies and processes. As an IT Support Specialist for Dorman, you will also provide hands-on support and deployment services for workstations and desktop software. Apply today and enjoy the freedom to pursue new ideas, offer different perspectives, and grow in your career with us! 

Responsibilities:

• Maintains professional and positive attitude during all client interactions and team meetings.
• Provides front-line support and response to solve all problems reported by clients.
• Provides timely follow through to resolve and close problem calls and to provide training in support of all technology offerings.
• Assists in documenting procedures and policies and in developing and implementing effective standards.
• Keeps peers and all supporting levels within IT informed of problems, trends and delays to daily issues.
• Follows demand management process to receive, prioritize, document and actively resolve client's requests.
• Problem resolution which may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop.
• Interviews clients to collect information about issues and leads clients through diagnostic procedures to determine source of error and possible resolution.
• Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required. 
• Coordinates interactions across all IT support channels in real time.
• Serves as liaison between IT and clients.
• Makes recommendations to IT Manager for changes in procedures and systems providing support to clients.
• Provides training for technology applications and products.
• Composes routine correspondence for electronic distribution.
• Conducts research, compiles and displays all Client Service statistical reports.
• Manages all conference rooms and their state of readiness including supplies, working condition of audio and video equipment and the general operating appearance.
• Orders and maintains all supplies and arranges for equipment maintenance.

Qualifications

• Associate Degree in Information Systems, Computer Science or a closely related discipline, or minimum of one to two years' business experience.
• Prior customer service experience or related support experience a plus.
• AS400 & RPG experience a plus.
• Strong interpersonal skills are essential.
• Good organizational skills with the ability to follow through.
• Good problem-solving skills.
• Ability to keep track of, prioritize, and report status of multiple projects.   
• Ability to work with changing requirements and priorities.   

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Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  EEO/AA Employer M/F/D/V.

www.DormanProducts.com